About Us

Company Profile

CCR was established in 2011 with one mission: Assisting our customers with top-notch solutions using state-of-the-art technology and qualified human resources in the call center and voice solutions area by providing consultancy, development and implementation services.

As CCR, we provide complete business solutions for contact centers using the Genesys platform.

CCR also offers a Dynamic Managed Services (DMS) service model, tailored to our customer needs, with a zero-problem policy for end-to-end solutions to the call center’s existing structure to complement your in-house staff.

We provide the following complete business solutions for Call Centers:

Analyze customer issues, monitor customer service performance, monitor product and service quality. Reveal the root causes and identify opportunities for corrective and preventative actions. Increase accountability as your employees take ownership of their performance through improved visibility. YOU CAN’T MANAGE WHAT YOU CAN’T MEASURE

Integrated SAAS (Cloud)

Mi4biz is on the cloud but offers robust integration with your local systems by secure API’s documented on the developer web site. Embed as an iframe on your local applications or vice versa. Read and write on your legacy databases and trigger actions seamlessly. SEAMLESS TWO-WAY INTEGRATION

SLA Management with Live Monitoring

Design a process, assign to collocutor, set the deadlines and save. Fix rights and obligations, reduce the opportunistic behaviours. Agreed service performance metrics, service and support availability in a distributed environment. RULE BASED SERVICE LEVEL AGREEMENT

Analyzer

You will always want more from reports. Mi4biz provides you with tools to design your own reports. Or you can integrate Mi4biz with your own reporting platform. Mi4biz reports are available as spreadsheets. You can change format, layout or add new charts and pivots. If you prefer, next time you can get your spreadsheets reports with this new format. REPORTING WITHOUT LIMITS

Business Rules

You can initiate actions when a specified events occurs or a condition matches. You can use related data such as channel, category, process status, customer and issue properties while setting the rule and the action. For example, you can define a rule to notify top management when a VIP customer complaints. SET THE RULES, LET THE WORK FLOW

Automated Workflows

Resolving different type of issues may require different workflows and forms. Mi4biz enables you to associate predefined processes with issue categories and business rules. Therefore whenever an issue is submitted, corresponding workflows will be initiated automatically. PLAN WHAT YOU DO, DO WHAT YOU PLANNED

Non-Technical Interface and Process Design

Design required processes to resolve customer complaints, requests or to manage any business issue. If you can describe how the process should be, then you can design interfaces and the workflows by yourself using Mi4biz’s easy to use interface. No coding, no technical support nor vendor consultancy. PROCESS DESIGN WITHOUT CODING

Social Media Monitoring

A single window for all.. Listen mentions, monitor hashtags and keywords or schedule your own searches to capture customer issues, Apply similarity analysis and auto initiate corresponding workflow. EYES WIDE OPEN ON SOCIAL MEDIA

Don’t wait for customers to complain, achieve omnichannel customer feedback with an easy to use and efficient survey tool. Store their answers on the customer card, group them accordingly and trigger bulk processes. Automate after-call surveys with outbound, SMS and Email. SURVEY ON EVERY CHANNEL

Live Chat

An enterprise level live chat supported by a learning machine and an advanced knowledge base. Customisable interface and reusable templates will ensure flexibility. Easily embed on your homepage or host it locally and use internally. Fully integrates with your legacy systems if necessary. INTEGRATED LIVE CHAT ON PREMISE OR ON THE CLOUD

Call Center Scripting

Create and categorise unlimited call center scripts. Auto-steer your call center agents in respect to your customers’ answers. Let the best troubleshooting experience take place and ensure that your agents speaks exactly how you want them to. DRAG&DROP DESIGNING OF AGENT DIALOGS

Self Service & Knowledge Base

An experience repository for your customers and employees. Besides, it is a learning machine which advises your customers or agents even while typing. Thus, customers can self-solve their issues or agents can achieve higher first contact resolution ratios. ARTIFICIAL INTELLIGENCE AND CORPORATE MEMORY

Communication Channels Integration

All communication channels are integrated. Thus while agents pick up the phone, Mi4biz will provide them with the information stored in your systems, in addition to customers’ communication history. Achieve cross-channel communication in order to sustain your customers satisfaction NOT MULTICHANNEL, IT IS OMNICHANNEL